4. Current Outcomes and Standards:Equalities (Charter outcome 1)

The consultation questionnaire asked for views on all 16 current
Charter outcomes and standards and the supporting narratives that
describe them. The views submitted in relation to each are reported
in this and the following chapters respectively. Each chapter
commences with the Charter outcome or standard and supporting
narrative before summarising views on whether or not the outcome or
standard should be kept or changed and suggestions on how to
improve the supporting narrative.

EQUALITIES (Charter outcome 1)

Social landlords perform all aspects of their housing
services so that every tenant and other customer has their
individual needs recognised, is treated fairly and with respect,
and receives fair access to housing and housing
services.

Supporting Narrative

The outcome describes what social landlords, by complying with
equalities legislation, should achieve for all tenants and other
customers regardless of age, disability, gender reassignment,
marriage and civil partnership, race, religion or belief, sex, or
sexual orientation. It includes landlords' responsibility for
finding ways of understanding the needs of different customers and
delivering services that recognise and meet these needs.

Question 3a): Would you keep this outcome exactly as it is
or change it? Please explain your answer.

4.1 Of the 94 respondents who answered this question 74%
considered that the outcome should remain exactly as it is; 19%
thought it should change; and 6% did not know. All of the local
authority respondents favoured keeping the outcome exactly as it
is.
Table 4.1 in Annex 2 presents a breakdown
of views by respondent category.

Views of those in favour of keeping the outcome as it
is

4.2 Most commonly, respondents across a range of sectors
considered the outcome to be clear, explicit, and easy to
understand by landlords and tenants alike.

4.3 A few respondents commented that the outcome had worked well
in practice so far and therefore there was no reason to change it.
It was considered to be fair; all-embracing; relevant to future in
addition to current needs; and essential to underpin service
delivery and improvement.

Views of those in favour of changing the
outcome

4.4 An issue raised across a range of sectors was that although
the outcome was clearly admirable, achievement of it may be
difficult to measure and evidence and may be open to
interpretation.

4.5 There were suggestions that guidance and examples could
accompany the outcome; or that it could be re-written from the
perspective of the customer in a series of statements along the
lines of, "I am respected by the landlord", "The landlord
communicates clearly with me"; and so on.

4.6 A few respondents felt that the outcome was too broad to be
meaningful and is already covered by legislation so perhaps not
required explicitly in the Charter.

4.7 One local authority, whilst supporting the aim of the
outcome, questioned whether the outcome was actually feasible in
all circumstances. They cited an example of where common areas of
work could be dependent on the agreement of co-owners in the
tenement.

4.8 Two
RSLs
suggested that rather than standing alone, the outcome should be
mainstreamed into all of the other outcomes so as so strengthen and
underpin them.

4.9 The Scottish Human Rights Commission recommended that the
outcome should reflect "rights" as well as "needs" of tenants and
customers reflecting they are rights-holders rather than passive
recipients of services.

Question 3b): Please provide any suggestions on how we
could improve the supporting narrative

4.10 Eight respondents suggested that additional characteristics
be added to the supportive narrative. These were:

Location/rurality

Mental health

Mental and physical ability (to replace "disability")

Looked-after children and care leavers

Pregnancy and maternity

Minority groups (instead of "needs of different customers",
state "different customers and minority groups").

4.11 Two individuals suggested that more emphasis should be
given to landlords having to be pro-active to achieve this outcome,
rather than regarding it as a box-ticking exercise. Three
respondents suggested that a reporting element be added so
landlords are required to verify and evidence their progress and
actions. Two respondents, both social landlords, advocated
mentioning Equality Impact Statements which they suggested were
made mandatory for policy and service returns.

4.12 Three respondents, two local authorities and one
individual, recognised challenges in achieving this outcome and
reporting on it, and suggested wording be added to reflect this.
For example, "where legally achievable, reasonable and
affordable".